How emails are classified
How emails are classified
Every incoming email is passed through InboxIQ's AI pipeline. The pipeline assigns three values to each email: category, priority, and sentiment.
Category
| Category | What it means |
|---|---|
| Support | Customer questions, bug reports, feature requests, help requests |
| Billing | Invoices, payment failures, subscription questions, charge disputes |
| Transactions | Automated receipts, order confirmations, shipping notifications |
| Updates | Product updates, newsletters, platform notifications |
| Promotions | Marketing emails, offers, announcements from external senders |
| Social | LinkedIn, Twitter/X, and other social network notifications |
| Forums | Community platforms, GitHub, Stack Overflow digests |
Priority
- P1 (Urgent) — The email requires immediate attention. Support emails from frustrated customers, disputed charges, and critical bug reports typically receive P1. An
/Urgentsublabel is applied (e.g.InboxIQ/Support/Urgent). - Normal — Everything else.
Sentiment
- Frustrated — The customer is unhappy, using strong language, or threatening to cancel.
- Neutral — Standard enquiry tone.
- Positive — The customer is happy, expressing satisfaction or praise.
What the AI uses
The classification uses the email subject, body, sender address, and full thread history. It also uses your knowledge base — if you've uploaded product documentation or past replies, the AI uses that context to make more accurate classifications.
Correcting a classification
If an email is miscategorised:
- Gmail — drag the email to the correct
InboxIQ/label in the sidebar. InboxIQ detects the move on the next poll and records a correction. - Outlook — right-click the email → Categorize → select the correct
InboxIQ/category.
Corrections improve future classifications for similar emails.
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